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Diligent is seeking a Senior Customer Success Manager based in Munich to drive end-to-end customer lifecycle management for enterprise governance and compliance solutions. This is a highly commercial role focused on ensuring long-term customer satisfaction, accelerated net retention, NPS improvement, and product adoption across large multinational organizations.
Key responsibilities include:
- Manage seamless project delivery through all phases of the customer relationship, including engagement with Board Directors and Corporate Executives
- Maintain constant proactive contact with customers to evaluate satisfaction and identify expansion opportunities for Diligent's product suite, passing qualified leads to the Expansion Sales team
- Deliver exceptional customer experience by anticipating and resolving issues while maintaining systems that exceed expectations
- Coordinate with technical teams to meet customer needs while managing expectations and preventing scope creep
- Gather and communicate customer feedback to inform continuous product improvement
- Drive customer retention, upsell, and referral generation through strategic account management
The ideal candidate is naturally collaborative, thrives in customer-focused environments, and has proven success partnering with C-suite leaders at large enterprises to solve complex governance challenges. This role requires strong commercial acumen, project management skills, and the ability to balance customer advocacy with internal stakeholder coordination.
